This activity aims to help explain what NPS is in a fun way and give the participants an opportunity to practice calculating NPS score by rating each other and calculating NPS using the NPS formula.
Ideal Group Size
20 people or so
Time For Exercise
Customer Service Metrics, Net Promoter Score in Customer Service
Detailed Instructions If Needed
Give each participant one " Rate my NPS Please Sheet"
Instruct each participant to write his/her name in the blank space on the Sheet where it says " How likely it is that you would recommend ....................................... to a friend, Family member or colleague?"
Once each participant wrote his/her name as instructed above , ask all participants to leave their place and move around the room and give an NPS Score to each of their colleagues .
Once everybody had a chance to go around the room and give an NPS score to everyone else, ask each person to go back to their place and look at the scores he/she received from others and start calculating the number of promoters , neutrals and detractors and to use the formula in the sheet to determine his/her NPS score.